What you’ll be doing...

Service assurance is how we know we’re living up to our customer commitments. You’ll be leading service assurance for one of our multi-million dollar clients, ensuring that our performance is in line with our contractual requirements. You’ll keep track of our custom service level agreements (which can be pretty complex), and take swift corrective action if you find us falling behind. You’ll play a critical role in making sure that here, we keep our promises.

  • Monitoring ongoing service management to ensure compliance with SLAs.
  • Preparing performance and service level reports.
  • Managing dashboard reporting.
  • Working with the customer to remedy any incidents of noncompliance.
  • Supervising project teams to take on specific initiatives.

You will be responsible for managing data center products and solutions by organizing, directing, coordinating plans, and implementing all service delivery activities; interacting with the customer and the Program Delivery Executives regarding issues and status of the Statements of Work; coordinating financials, capacity planning; performance data and reports results to client; preparing management reports; creating, revising, and updating programs standard operating procedures; keeping appropriate individuals up-to-date on new, existing, and possible emerging products and solutions; interfacing with client stakeholders to assure communications are comprehensive, understandable and meet or exceed expectations. See below a list of activities required in this role.

Portfolio Management

  • Responsible for all service delivery activities, interacting with the customer and Program Delivery Executives on operational escalations, providing status on major projects and deliverables
  • Work with 24x7 dedicated NOC and Service Management for incident management escalations related to data network activity.
  • Perform CPE and network diversity analyses with Pre-sales Solutions Architecture and Engineering team, as needed
  • Provide capacity management reporting to the customer and drive remediation. Assist with operational audits as required (ie. PCI) to ensure compliance
  • Negotiate and manage support contracts and agreements related to products and services provided by internal Verizon service organizations and/or other business partners.
  • Maintain and track portfolio of network inventory inclusive of hardware, software licenses, service contracts and agreements and end of life/end of support assets.
  • Work with Pre-sales Architecture/Engineering and Operations teams to scope opportunities for upcoming projects and develop custom solutions that satisfy customer requirements
  • Work with Pre-Sales Solutions Architecture and Network Engineering teams to craft and review network bill of materials (BOMs).
  • Provide customer with annual budget projections based on current and future operational support requirements, End-of-Life/Support refresh and future projects demand.
  • Work with Project Management and Engineering resources to ensure that major project milestones are delivered based on available resources.
  • Provide order escalation assistance with Order Management and Lifecycle Implementation Management teams to ensure timely delivery for network circuit orders.
  • Work with vendor partners (ie. Inteliglobe, Telcobuy, Cisco, Symantec, F5, GTT, PulseSecure) to develop and track new opportunities.

Budget Projections & Guidance

  • Provide customer with annual budget projections based on current and future operational support requirements, End-of-Life/Support refresh, future projects demand.
  • Must be able to develop business plans and costs for new projects, programs and initiatives.
  • Be able to present, explain and qualify budget projections to the customer Finance and Governance groups.

Architecture

  • Work with Pre-Sales, 3rd Party, and PMO architects to develop customer requirements and solutions that satisfy customer objectives.
  • Must be able to identify gaps in the customer portfolio and work with the architecture team to develop and propose solutions in response to portfolio gaps.

Project Management

  • Work with Project Management and Architecture teams to develop projects based on customer requirements.
  • Help projects teams develop major milestones based on available resources and solution designs.
  • Must be able to evaluate project viability and detect project resource gaps.
  • Help remediate project challenges and maintain project deliverable dates.
  • Responsible for all service delivery activities, interacting with the customer and Program Delivery Executives on operational escalations, providing status on major projects and deliverables
  • Work with 24x7 dedicated NOC and Service Management for incident management escalations related to data network activity.
  • Perform CPE and network diversity analyses with Pre-sales Solutions Architecture and Engineering team, as needed
  • Provide capacity management reporting to the customer and drive remediation. Assist with operational audits as required (ie. PCI) to ensure compliance
  • Negotiate and manage support contracts and agreements related to products and services provided by internal Verizon service organizations and/or other business partners.
  • Maintain and track portfolio of network inventory inclusive of hardware, software licenses, service contracts and agreements and end of life/end of support assets.
  • Work with Pre-sales Architecture/Engineering and Operations teams to scope opportunities for upcoming projects and develop custom solutions that satisfy customer requirements
  • Work with Pre-Sales Solutions Architecture and Network Engineering teams to craft and review network bill of materials (BOMs).
  • Provide customer with annual budget projections based on current and future operational support requirements, End-of-Life/Support refresh and future projects demand.
  • Assist in development of, and build business plans and costs for new projects, programs and initiatives.
  • Present and qualify budget projections to the customer Finance and Governance stakeholders.
  • Work with Project Management and Engineering resources to ensure that major project milestones are delivered based on available resources.
  • Identify any project resource gaps and helping to overcome project challenges to maintain project deliverable schedules.
  • Provide order escalation assistance with Order Management and Lifecycle Implementation Management teams to ensure timely delivery for network circuit orders.
  • Work with vendor partners (ie. Inteliglobe, Telcobuy, Cisco, Symantec, F5, GTT, PulseSecure) to develop and track new opportunities.
  • Quarterly budget planning sessions with NIS to identify upcoming projects
  • Weekly project calls with PM team to review existing and future PCM activity
  • Weekly engineering calls with NIS/NE to provide updates on engineering initiatives that may or may not be PCM related activity.
  • Monthly service review meeting with Inteliglobe to review monthly performance details .(ticket summary, outage summary/and root causes, chronic issues, etc)
  • Weekly call with Order Management and Lifecycle Implementation team to review order status

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Project or program management experience.
  • Willingness to travel.

Even better if you have:

  • Master’s degree.
  • Experience in LAN/WAN , with overall telecom and IT integration.
  • Experience with Telecom including Voice and Data Networks, LANs and wireless.
  • Experience with Visio software.
  • ITIL Expert certification.
  • Lean Six Sigma certification.
  • Experience managing network products and solutions including scope of services, deliverable, budgets and schedules.
  • Experience cultivating and managing vendor/business partner relationships.
  • Experience managing teams of engineering resources as well as directing and managing their work effort.
  • Strong knowledge of Network Infrastructure delivery management processes and principles.
  • Experience of supporting pre/post sales teams
  • Strong written and verbal communication skills to interact with all levels of management.
  • Capability to host and facilitate meetings attended by client executives, stakeholders and Verizon executives.
  • Advanced skills with MS Office to include Project, Excel, PowerPoint, Word and Outlook.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.